Job Description
Job Description
1. Preparing and managing monthly, quarterly and annual budgets for the department.
2. Improve customer service experience and facilitate organic growth for inbound calls.
3. Develop plans and targets (KPIs) for the department.
4. Develop Customer Service procedures, policies and standards.
5. Develop and maintain knowledge base of all the Company’s products.
6. Plan trainings and facilitate the development of the customer service and account management team.
7. Analyse statistics and compile accurate reports on customer issues resolution.
8. Implement and maintain effective methods for gathering customer satisfaction data.
9. Keep accurate records of discussions or correspondence with customers.
10. Oversee overall customer service and account management across the Company (manage and maintain long-lasting relationships with customers).
11. Assist with recruitment, mentoring, nurturing and appraisals of new and existing team members.
12. Support other departments with customer-service-related issues.
Requirements
1. 1+ Years of experience in a similar role, preferably within the tech industry.
2. 3+ Years of experience in Customer Service Management.
3. At least a degree in Business, Customer Service or any related field.
4. Experience in working with Customer Service management software tools.
5. Deep understanding of Service Level Agreements.
6. Strong leadership, organizational, interpersonal and planning skills.
7. Must be able to collaborate in teams.
8. Advanced troubleshooting, technical and multi-tasking skills.
9. Must have good listening and communication skills both written and oral (Proficiency in English and Swahili)
10. Must have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
11. Must have good time management skills.
12. Creative thinking, to be able to come up with new ideas to improve customer service standards.
Benefits
At Solutech, we understand the importance of maintaining a healthy work-life balance for our team. We believe that a harmonious integration of personal and professional lives leads to enhanced well-being, increased productivity, and overall satisfaction. To support our employees in achieving this balance, we are committed to providing the following perks:
1. Generous Paid Time Off (21 Days Annual Paid Leave and Paid Sick Leave)
2. Parental leave / maternity / paternity
3. Health Insurance for You + Your Family
4. Free Meals on Fridays
5. Generous In Office Beverages
6. Free Gym On Site
7. Technology and Resources (Company Phone, Laptop and Educational Resources)
8. Recognition and Appreciation (Including Annual Bonus Program)
9. Social and Community Engagement (Social Impact through CSR)
10. ESOP (In Development)
Skills Required
Customer Service Skills
Business Planning Skills
Interpersonal Skills
Organizational Skills
Leadership Abilities
Ability to Work Efficiently and Proactively in a Team Environment
Ability to Multitask
Technical Skills
Troubleshooting Skills
Fluency in Oral and Written English and Kiswahili
Listening Skills
Communication Skills
Time Management Skills